Your Competition Is Hungry,
How Well Are You Feeding Them?
In today’s tech savvy world consumer behaviors and their outcomes are evolving faster than ever before. Consumers expect frictionless shopping experiences, more transparency, genuine interaction, and authenticity from brands and retailers. You need only to look at Amazon’s business model and success which is “remove the friction in the buying experience” to validate these statements.
Many businesses are suffering from low employee engagement today. Nationally, 1/3 of all employees are disengaged from their work, which kills sales, service and profitability. Recent statistics show that 60% of consumers that enter a store will leave without purchasing simply because they do not feel welcome.
The question is, when customers leave your store without making a purchase, where are they going? The answer is unfortunately, if they are part of that 60%, they are going to your competition. And if they engage with the customer and genuinely make them feel welcome, that is where they are going to spend their money.
Stop feeding your competition!
It is no secret that the cost of acquisition of a new customer is high. Businesses spend a great deal of money on marketing, advertising, SEO, and lead generation to attract new customers. However, many businesses do not spend enough money hiring the right individuals or invest in their training to develop them into customer service advocates for their business. It is critical that you have strong leadership that is modeling the correct way to engage your customers and are building a positive service culture where the customer’s needs come before their own.
The second piece of this puzzle is how do you sustain a service culture and ensure your employees are consistently serving your customers they way you expect them to?
You Must Inspect What You Expect
There is an old saying “what gets measured gets done” It is important that you also invest in services that will help keep your employees accountable so you a can constantly monitor and measure how they are serving your customers. Providing them with objective, unbiased feedback will help keep them on track and ensure you’re not feeding your competition. This can come in multiple forms, such as a consistent mystery shopper program, guest surveys, shopping your competition, and monitoring your social media reviews and engaging with every customer that reviews your business. If you are ready to take the next step in investing in your service culture, and ensuring you are not contributing to the success of your competitors, Mystery Shopper Services can help you.
